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Common Issues

Use this page for quick fixes to the most frequent Toksta support issues.

Login and account access​

I did not receive the verification email​

  1. Check spam and promotions folders.
  2. Confirm the email address is correct.
  3. Retry sign-up if needed.
  1. Request a new reset link from Forgot Password.
  2. Use the newest email only.
  3. Complete reset immediately after opening the link.

Google sign-in fails​

  1. Retry with the same Google account used during signup.
  2. Disable pop-up blockers temporarily.
  3. If needed, use email-password login and reset password.

Discovery and creator analysis​

Search returns no creators​

Try these adjustments:

  • Broaden keywords
  • Remove strict filters
  • Expand follower or region ranges
  • Run separate searches per platform

Audience Match or Content Match fails​

Possible causes:

  • Temporary data access issue
  • Creator profile unavailable
  • Unsupported platform for selected analysis

Retry with fewer creators first. Failed jobs are typically not charged.

Brand monitoring​

Listening rule is stuck in processing​

  • Wait a few minutes for normal queue time
  • Refresh the page and check rule status
  • Retry with fewer creators or fewer posts per creator

No mentions found after a successful run​

This can happen when no tracked posts match your products or topics in the selected window. Expand date range or add additional creators.

Topic Mentions tab is empty​

Topic mentions depend on continuous monitoring rules. Confirm you have active continuous rules and recent processing activity.

Credits and billing​

I cannot run an action due to credits​

  • Check current balance in Account
  • Confirm your plan limits for that feature
  • Add credits or wait for monthly renewal

Why was I charged when no useful results were returned?​

Credits apply to processing attempts. A valid run can return low or zero matches based on available data.

Reporting​

Report tab shows no data​

Verify:

  • Campaign selected
  • Date range includes processed activity
  • Relevant mentions or tracked videos exist for that campaign

Still need help?​

If the issue persists, contact support with:

  • Your workspace email
  • Timestamp of the issue
  • Feature and action attempted
  • Screenshot or error text

Deep-dive guides​